Technical Support Call Center
Resume:
Pamuela Lewis ********@******.***
Summary of Qualifications:
Experience to include customer service with strong technical skills including hands on from semiconductor to cellular including DME equipment. Proficient in all front office skills. A quick learner, strong desire to help others and provide excellent service and be a team player. Adapt at keeping other informed and quickly analyze information and evaluate results to choose the best solution to solve problems. Hands on and call support to facilitate and perform to include servicing, repairing, calibrating, regulating, fine-tuning, or testing machines and peripheral equipment.
2020 - Present. Tandem Diabetes Care Boise, Idaho / Memphis, TN
Incoming call center agent for customers using DME. Assist with technical or other issues or concerns. Provided technical assistance and support and order replacement device or supplies as needed. Document interaction and follow-up call records. Assist in multiple queue’s including software, supplies. Assist team members with questions via chat or email. Train / mentor fellow agents by performing agent shadowing and mentor sessions.
2016 – 2018 Cele performance Boise, Idaho
Incoming Call Center Agent in a supervisory role handling escalations and advanced technical assistance to customers on all Apple products. Read technical manuals, confer with users/ conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Talk Clients through the installation, de-installation, and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications. Teach callers to use software, cellular or computing devices to maximize product efficiency for user. Diagnose and resolve media system problems.
2014 – 2016 WDS Global Boise, Idaho
Incoming Call Agent
Incoming Call Center Agent, Verizon Tier 2 Technical Support. Assist callers with various issues. Troubleshoot
Technical issues, network, financial, account changes, sales of equipment and plan upgrades. Enter commands, using computer terminal, and activate controls on computer and peripheral equipment to integrate and operate equipment.
2013 Rail – Link Gillette, Wyoming
Locomotive Operator
Operated locomotive during mine loading operations throughout the Powder River Basin in Wyoming.
BNSF and Union Pacific locomotives. Provided required data and tracking.
2012 -2013 Wells Fargo Gillette, Wyoming
Teller
Performed financial transactions for customers, including customer service by recommending suited products and banker referrals. Reconciled drawer and vault with high accuracy, completed required documentation and met and exceeded sales goals. Provided limited support in Spanish.
2009 – 2012 Magic Castle Inn & Suites Kissimmee, FL
Front Desk Agent
Duties including Guest check-in and out, room inventory update and tracking, reservations, phone and switchboard operations, including customer service support and resolution.
1993 – 2005 ASML Fishkill, NY/Apopka, FL
Customer/ Field Service Engineer
Perform Preventative and unscheduled maintenance on photolithography equipment in a semi-conductor clean room environment. Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Study blueprints, schematics, manuals, or other specifications to determine installation procedures. Served as customer interface. Various travel related experience.
1990 – 1993 International Business Machines Fishkill, NY
Work Station Owner
Operation, programming and production of semiconductor metrology equipment including scheduled and unscheduled
maintenance on metrology equipment for research and development of new products.
1987 - 1990 United States Air Force Homestead, FL
Mainframe and Switching Systems Technician
Performed preventative, scheduled and unscheduled maintenance of mobile air traffic control equipment as well as
service related duties including field deployment.
Education:
USAF Technical Trade School, approaching 1700 hours of classroom training for electronic repair and
Maintenance with various other On-the-Job related training and experience.
Various College and On -the - Job training, including ISO and etc.
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